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See also our Video tutorial: Getting Started with SDCs
Field | Description | Required? | SD Type | Service/Equipment |
|---|---|---|---|---|
Service Type | Service catalog specification | Yes | All Types, Service Order, Service Request, Incident, Incident Request | Service |
Equipment Catalog | Equipment Catalog specification | Yes | All Types, Service Order, Service Request, Incident, Incident Request | Equipment |
SD Action | What is being done to the service on the Service Desk item | No | Service Order, Service Request | Service |
Equipment Action | What is being done to the equipment on the Service Desk item | No | All Types, Service Order, Service Request, Incident, Incident Request | Equipment |
Incident Code | Description of the incident | No | Incident, Incident Request | Equipment |
Topic of Problem/Inquiry | Inquiry topic that was selected or extracted from the email subject | Yes | Inquiry | N/A |
Admin Users can now access the SDC data entry forms tabs in order to apply defaults to the recently defined 'Service Type' or type of Equipment. The User can apply SLA, Workflow, and Charge defaults that accompany the defined 'Service Type' or type of Equipment in each tab
To do so, Users can follow the same protocol established in the Editing a Service OrderSDC section of the Service Desk portion of this manual.
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- SLA (required) - Select from the the SLA Catalog Catalog grid.
- Hours (required) - This is the time specification for the SLA and represents the allowable hours for the SLA. The allowable hours are affected by several variables also on this form.
- Percent (required) - This is the expectation of completed SLAs that should be completed within the specified time frame (e.g. 95% means only 5% of SLAs are allowed run over the Time Specification).
- Default - Set the SLA as the Default for the given SDC.
- Urgency - Sets the Urgency of the SDC. Any SDC with a higher Urgency overrides a lower Urgency and set the lower Urgency to the same Urgency.
- Cushion - Sets a cushion between either the current time and the first schedule attempt (in forward scheduling) or between the due date and the first schedule attempt (in backward scheduling). Overrides the system default which is set with the Configuration Option: SD_WORKFLOW_DEFAULT_CUSHION
- Actual Hours - The default for hours is 8 hours per business day. So a setting of 40 hours would mean within 5 business days. Setting 'Actual Hours' to yes by checking it requires no more than 40 contiguous hours for an SLA to be completed.
- Setting 'Actual Hours' unsets 'End of Day'.
- End of Day - This allows the SLA to be completed by the 'End of Day' (which is set with the Configuration Option WORKDAY_HOUR_STOP) during which the "Hours" run out. For example, if 40 hours is chosen with 'Actual' hours set, and a task is scheduled at 4:00 PM Monday, the task would have to be completed by 8:00 AM Wednesday to be "On Time". End of day extends the deadline to End of Business hours on Wednesday.
- Setting 'End Of Day' unsets 'Actual Hours'.
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When an SD item meets the defined criteria enters the Service Desk, the PCR-360 application automatically applies the appropriate defaults to the item.
Editing Existing SDCs
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Admin Users can edit existing SDCs by double-clicking on any item on the SDC grid or by selecting an item and clicking the Edit Selected button 
located immediately above the grid.
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